Patient Family Relations Specialist

Mass General Brigham•Boston, MA

2d•$58,136 - $84,656•Hybrid

About The Position

The Patient Family Relations Specialist promotes positive patient experiences by resolving concerns and ensuring patient and family feedback is addressed effectively. The role supports patient-centered care, patient satisfaction, and excellent customer service. It serves as a primary contact for patients and families, provides emotional support and guidance, advocates for patients’ rights, and mediates concerns with empathy. The specialist also gathers and analyzes feedback to identify improvement opportunities, educates patients and families about hospital policies and resources, maintains confidential records, and ensures compliance with patient rights, privacy regulations, and hospital policies.

Requirements

Two to three years of Patient Relations or Advocacy experience.
Knowledge of patient rights, healthcare regulations, and quality improvement principles.
Proficiency in data collection, reporting, and analysis to support patient experience improvement initiatives.
Strong communication and interpersonal skills for interacting with patients, families, and hospital staff.
Excellent conflict resolution skills and the ability to handle challenging situations sensitively and professionally.
Ability to maintain confidentiality and handle sensitive information with discretion.

Nice To Haves

Bachelor’s degree in Healthcare Management, Social Work, or a related field; experience may be accepted in lieu of a degree.

Responsibilities

Serve as a primary point of contact for patients and their families, addressing inquiries, concerns, and feedback.
Provide emotional support and guidance to patients and families during challenging situations.
Advocate for patients’ rights and ensure their voices are heard and respected in care-related decision-making.
Mediate and resolve patient and family concerns or complaints promptly and empathetically.
Gather and analyze patient feedback, surveys, and satisfaction data to identify areas for improvement in patient care and services.
Educate patients and families about hospital policies, procedures, and available resources.
Collect and maintain confidential, organized records of patient concerns, feedback, and resolution outcomes.
Ensure compliance with patient rights, privacy regulations, and hospital policies related to patient and family interactions.